Testimonials

CIAC-CERTIFIED STRATEGIC LEADER (CCSL): 

“Working toward and obtaining the CIAC-Certified Strategic Leader certification has not only helped validate many of the practices employed by my team and me, but  more importantly, it has helped me gain deeper insight into how I should be deploying my management skills when developing call center strategie.  The experience has served to broaden my understanding of practices within the industry and given me a wider scope of knowledge to draw from when dealing with the dynamics of a call center.   After many years of experience as a Call Center Leader, I feel this program has provided me with a greater sense of the underlying principles and rationale behind the work that is carried out on a daily basis within the call centre industry.  All in all, CIAC Certification is an invaluable achievement that I will carry with me for the rest of my career.”

Jose Vazquez-Mendez – CIAC-Certified Strategic Leader (CCSL)

V.P. Customer Service Delivery,  American Express - Spain

“CIAC Certification helped me to realize both what I know and what I need to know.   It validated my skills and helped me to evaluate my learning and challenge the process.  With the ever changing call center dynamics, CIAC Certification helped me analyze and execute critical components managing operations in alignment with my organization's business goal to deliver the best in class service to our customers.  Through CIAC Certification, I have acquired more knowledge in strategic decision making and operational excellence. I am proud to be a part of the CIAC-Certified peer group and strongly recommend CIAC Certification to all leaders in the contact center industry looking for professional development and continuous learning. “

Cecil Joseph – CIAC-Certified Strategic Leader (CCSL)

Associate V.P. Banking & Financial Services, PeopleSupport Center - Philippines

“CIAC Certification has been a valuable journey for me as its takes a global approach to the industry, the enterprise and the contact centre itself. While putting the different aspects into perspective it ensures that one never looses sight of the bigger picture when concentrating on the more challenging issues at hand. The global view constantly reminds me of the intricacy and interrelationship that occurs when you do business in today's extremely competitive world where the customer is at the heart of the organisation. The program challenged, validated and enhanced my contact centre expertise, knowledge and experience and I would definitely recommend it to all contact center leaders.”
Stoffel Thesner – CIAC-Certified Strategic Leader (CCSL)
Senior Manager Contact Centre Operation, Telkom SA Limited – South Africa

“Through CIAC Certification I have acquired new knowledge and skills and also validated important call centre expertise that I already possessed. Earning the CIAC-Certified Strategic Leader designation is a significant milestone and achievement in my career and I highly recommend CIAC Certification to call centre professionals who want to master this dynamic environment. This experience has truly tested my call centre management abilities and identified opportunities for continued professional growth and development. CIAC Certification provides the framework to be a successful senior manager in the call centre profession. I am proud to be recognized as a CIAC-Certified Strategic Leader.”
Bradley Haupt - CIAC-Certified Strategic Leader (CCSL)
Manager National Contact Centres, Telkom SA Limited – South Africa

“CIAC Certification has been an instrumental process for me and my team. After spending 18 years in the call center industry, CIAC Certification is an encouraging validation of the critical components that are required to be successful in this industry and profession. The collective knowledge of this certification program empowers the leaders in our industry to implement proper call centre processes and cross-functional abilities to enhance the growth and development of their work environment. I strongly recommend CIAC Certification as a proactive method of professional development and continuing education throughout the call centre industry.”
Desiree Bombenon - CIAC-Certified Strategic Leader (CCSL)
President and COO, PDL Contact Centres - Canada

“I’m very excited about earning the CIAC-Certified Strategic Leader credential. The process was a challenge at times, but truly rewarding in the end. CIAC Certification is a great program that helped me discover the “method to the madness” when it comes to staffing and managing our contact center. I feel very confident that the knowledge, skills and experience gained from the certification process will take our organization to the next level. Because EATEL is committed to investing time and resources to assist its employees with professional development, CIAC Certification will be a required competency for all Customer Service Management staff in the future.”
Toni Bourque - CIAC-Certified Strategic Leader (CCSL)
Director of Customer Service, Eatel - USA

“Earning the CIAC-Certified Strategic Leader credential is a significant milestone and achievement in my career. The CIAC Certification process puts a structure and framework to call centre professional learning and development. While the experience has put my time management skills to challenge, the process has benefited me tremendously. I highly recommend CIAC Certification to all who desire to acquire mastery in call centre leadership and management – it will certainly facilitate a quantum leap in performance to the benefit of the individual and his/her organization.”
Caroline Lim Seow Ling - CIAC-Certified Strategic Leader (CCSL)
Vice President and Head of Call Centre, United Overseas Bank Limited - Singapore

“CIAC Certification has provided our leadership team with the opportunity to broaden and deepen their skills and, as a byproduct; it has improved their confidence as call center leaders. In the dynamic environment of a call center, I believe success depends, to a great degree, on the investments you make in your people. CIAC Certification is one of the key ways we're investing in our leaders and our future."
Larry Eiser - CIAC-Certified Strategic Leader (CCSL)
General Manager Customer Contact Center Services, Duke Energy - USA

“Throughout my career in contact centre management knowledge has been gained through a "learn-as-you-go" process (on the job experience, ad hoc conferences, seminars, reading, etc.). CIAC Certification is the first program I have come across that provides a total learning experience. As a result of the CIAC Certification process, I am more confident in my competence as a contact centre professional. Many of the things learned confirmed what I previously knew; many others helped further my knowledge and enabled me to gain a broader understanding of contact centres. I recommend CIAC Certification for seasoned contact centre professionals as well as those new to the profession and industry. It is a truly valuable experience.”
David Sykes - CIAC-Certified Strategic Leader (CCSL)
Senior Manager Contact Centre Strategic Initiatives, Royal Bank - Canada

“As the only industry-recognized certification for call center professionals, I highly recommend CIAC Certification. It is a detailed compilation of the mechanics of a call center operation and also how the call center fits into the corporate structure and strategy.”
Jim Skjeveland - CIAC-Certified Strategic Leader (CCSL)
Senior Vice President Contact Center Operations, Communication Services for the Deaf (CSD) - USA

"I am so proud and excited about receiving the CIAC-Certified Strategic Leader designation. Through this certification process I have acquired new skills and knowledge and have validated important Call Center expertise that I already possessed. This experience has truly tested my Call Center Management abilities and identified opportunities for continued growth and development. Because of the many benefits that CIAC Certification provides, our entire leadership team is pursuing certification. One of our managers just completed her requirements for the CIAC-Certified Operations Management designation. It is my goal to have our organization recognized as a CIAC Certification PaceSetter through our demonstration of commitment to service excellence and the professional development of our team members. As a result of our participation in certification, we're up to the challenge."
John Allen- CIAC-Certified Strategic Leader (CCSL)
Call Center Manager, Conectiv Power Delivery - USA

"CIAC Certification demonstrates a commitment to professional excellence and to the call center industry. Professional credentials like this not only bring a higher level of credibility and recognition to the individual, but to the company they work for as well. Because of the many benefits that CIAC Certification provides, we are encouraging all of our call center managers to pursue this important industry credential. CIAC Certification has many benefits to contact center professionals. The obvious advantage is increased knowledge of the contact center environment and the value this contributes to the organization as a whole. In addition, going through the certification process established a path for the entire management team’s professional development. My personal experience has proven to be an excellent tool to mentor and encourage my staff to actively seek further professional development. I am proud to have been a part of this in-depth program and am confident I will continue to experience the benefits throughout my career. My goal is to be an example to my team as well as others in the contact center industry. Being relatively new to the contact center industry - with only four years of experience - it was important to be involved in a comprehensive, industry-sanctioned program. CIAC-Certified Strategic Leader was my solution."
Mellody Lewis - CIAC-Certified Strategic Leader (CCSL)
Call Center Operations Manager, AMS Direct - USA

“The strategic roll of the call center is more important today than ever before. Customer service is an integral part of an organization's long-term success. The CIAC Certification process quantifies and qualifies the requirements to be a successful executive in this profession."
Michael Elliott - CIAC-Certified Strategic Leader (CCSL)
Regional Customer Service Manager, DHL Express - USA

“The call center's interdependence of people, processes and technology requires highly qualified leaders. The CIAC Certification process is essential to developing yourself and your center's management team to understand these dynamics and successfully combine the art with the science to achieve excellence.”
Todd Arnold - CIAC-Certified Strategic Leader (CCSL)
Senior Vice President Customer Care, Duke Energy – USA

“Avon is extremely committed to CIAC Certification for our key contact center personnel. While we are eager for our management team to earn the CIAC Certification credential, we already see great value in the process. Our team has varied backgrounds and the learning associated with CIAC Certification helps us communicate and collaborate based on a common understanding of industry recognized best practices. The educational aspect of the certification process is crucial for success because the testing is a true indicator of your contact center management knowledge and skills.”
Tracy Wright - CIAC-Certified Strategic Leader (CCSL)
Director of National Call Center Operations, Avon Products - USA

“Achieving CIAC Certification allowed me to grow in areas where I had weaknesses and has validated and refreshed my areas of strength. The establishment of the Call Center Management Competencies has led to a benchmark, which will allow employers the comfort of knowing that they are acquiring truly expert management professionals. This may well be the determining factor of success in a knowledge-based era, where an organization has access to the same technologies.”
Jeff Resener - CIAC-Certified Strategic Leader (CCSL)
(Retired) Customer Solutions Manager, SaskTel – Canada

"Earning the CIAC Certification credential is a valuable experience in numerous ways. It serves as high-level validation of the specialized expertise I possess as a call centre management executive and provides me with a framework for ongoing career development. I am proud of this accomplishment and encourage other call centre managers and executives to become industry-certified."
Paul Harbaruk, CIAC-Certified Strategic Leader (CCSL)
Canada

“CIAC Certification helps organizations realize that in order to succeed they need a leader with call center management-specific expertise.”
Kevin Morey - CIAC-Certified Strategic Leader (CCSL)
Vice President, Servicing Information Technology, Chase Home Finance – USA

CIAC-CERTIFIED OPERATIONS MANAGER (CCOM): 

“I am grateful there is an organization such as the Call Center Industry Advisory Council (CIAC) that recognizes, defines, and honors the value of call center management.  Achieving CIAC Certification is a significant accomplishment and milestone for me.  The qualification scope of CIAC Certification is comprehensive and covers all dimensions of call center management.  Even with many years of call center experience, I benefited a great deal through the certification process.  It has strengthened the competency and mastery of our daily operations.  CIAC Certification is definitely worthwhile and tremendously rewarding, both personally and professionally.”

HT Wei, CIAC-Certified Operations Manager (CCOM)

Head of Call Center – American Express, Taiwan

"Acquiring CIAC Certification has been a significant milestone in my career.  It has given me the necessary confidence to regard myself as a master in call centre management and leadership.  This is truly a great and worthwhile investment by any company or individual striving towards call centre excellence.

Theresa Vika, CIAC-Certified Operations Manager (CCOM)

Call Centre Manager – Telkom SA, South Africa

"CIAC Certification is invaluable in measuring the depth of one's knowledge of contact center operations. Those holding this certification are easily identified as subject matter experts whose knowledge and experience have been put to the test. I would definitely recommend CIAC Certification to anyone involved in contact center management."
Bruce Jensen – CIAC-Certified Operation Manager (CCOM)
Supervisor, State Farm Insurance - USA

“Earning my CIAC Certification is a great achievement. At times the process becomes challenging, however, when I received my certification paperwork I knew my hard work paid off. My knowledge attained will truly benefit myself and my organization. I am truly grateful to my organization for giving me the opportunity to participate. I truly believe the journey to CIAC Certification is well worth it and highly recommend the CIAC Certification journey to all whom are interested in a fulfilling experience.”
Tosha Mitchell – CIAC-Certified Operation Manager (CCOM)
Functional Analyst, Affiliated Computer Services (ACS) - USA

"I have been involved in call center operations for four years and, until CIAC Certification, everything we implemented was based on what we thought was the best way to do it. After CIAC Certification, I can speak confidently about best practices and the correct way to handle operations. I am glad CIAC Certification will assist me in contributing to the efficiency of the call center".
Kavitha Sivagnam - CIAC-Certified Operations Manager (CCOM)
Supervisor, IBM Malaysia Sdn Bhd - Malaysia

“I have to say that the time, study and hard work involved in earning the CIAC-Certified Operations Manager (CCOM) designation have been well worth the effort. I’ve been in the role of Contact Center Manager for several years so, initially, it was curiosity that drove me to investigate CIAC Certification. I subsequently took the self-assessments and found that while I had a solid grasp on the basics, there were clearly gaps in my overall call center competence. As a result I took on the challenge of obtaining the CCOM designation and I am now very glad I did. John Deere, not unlike most companies, places a huge value on two primary categories: quality and customers. All customer contact points need to be viewed and valued as an opportunity to drive customer retention, repurchase and, ultimately, loyalty. CIAC Certification will assist mangers in the comprehensive understanding and management of foreign and domestic contact centers.”
Gregory P. Augspurger – CIAC-Certified Operations Manager (CCOM)
International Contact Center Manager, John Deere – USA

“My initial perception going into CIAC Certification was that I would be able to ace this in record time because of my eight years of extensive contact centre experience. Instead, it was an enlightening and challenging experience through which I learned to: (i) adapt my servant-leadership skills to the benefit of my employer, employees and customers; (ii) take my role as an industry professional more seriously; and (iii) more practically reinforce the theoretical side of my contact centre knowledge and skills. I am thankful to all persons who assisted my achievement of CIAC Certification.
Wayne Perumal, CIAC-Certified Operations Manager (CCOM)
Senior Manager, Operator Service & Telegraph National and International Contact Centres, Telkom SA Limited – South Africa

“CIAC Certification truly opened my eyes to the sheer wealth of information available and the amount of similar challenges we, as call centre managers, experience on a daily basis. The CIAC-Certified Operations Manager designation affirms the direction and passion I have towards the contact center industry and it encourages me to strive for the best and learn from the industry experts at the same time. On a personal level, I feel a sense of pride and accomplishment with this prestigious designation and look forward to sharing my experiences with others in the call centre industry.”
Alison Furness - CIAC-Certified Operations Manager (CCOM)
Manager, Member Care Centre, Canadian Automobile Association (CAA) South Central Ontario – Canada

“There is a tremendous benefit to any call center professional who determines to become CIAC-Certified. Regardless of the call center environment you are most familiar with, you will undoubtedly gain valuable insights on call center management. You will likely challenge your old methods of measuring the performance of your call center agents and teams. New plans for future activities or enhancements may take shape as you make preparations for meeting the certification requirements. Acquiring the CIAC-Certified Operations Manager designation is an accomplishment that will continue to pay off as the ever-changing demands on call center professionals continue to increase.”
Lindy Nelson - CIAC-Certified Operations Manager (CCOM)
ERS, Call Center Operations Manager, American Automobile Association (AAA) Oregon / Idaho - USA

“I consider receiving my CIAC Certification a great accomplishment. Participating with my co-workers helped us to develop an even greater sense of camaraderie. I have a much better awareness of call center operations, not only within my own organization, but within the industry as a whole.”
Cathy Bennett - CIAC-Certified Operations Manager (CCOM)
Customer Care Manager, aigdirect.com Insurance – USA

“Having gone through the CIAC Certification process certainly provided me with a better understanding of the Call Center environment and it’s uniqueness in the business world. Planning and managing a Call Center is not the same as managing a typical office or a factory assembly line. It provided me with tools to assess, calculate and evaluate processes and systems. Most people stumble on the Call Center environment as I did and adapt and make do with what’s available to us. Having the understanding of the big picture of how the whole puzzle comes together make all the difference in the world. I’m confident the certification process has made me a better manager.”
Jude De Silva - CIAC-Certified Operations Manager (CCOM)
New Customer Manager, aigdirect.com Insurance - USA

“When I learned of CIAC Certification I was thrilled to find a certification process geared towards call center management. I was extremely excited about the opportunity to expand my knowledge and enhance my understanding of call center management. The program relates directly to what I had previously experienced or was currently experiencing and I found the process to be a great learning resource. I would recommend CIAC Certification to anyone in call center management looking to grow their knowledge and expertise. Thank you CIAC for the opportunity to earn this certification.”
Cindy Oberkirsch - CIAC-Certified Operations Manager (CCOM)
Director, National Reservation Center, Enterprise Rent A Car – USA

“A certification credential in one’s field of work conveys a message that says that person has attained knowledge and job skills that will enable them to be a leader in their field. CIAC Certification completely fulfills this concept for contact center management. This challenging, thorough, and relevant program has already proven to be of great value to me. The program covers a wide range of issues, processes, technology, tools, laws, and numerous other subjects that are essential to good contact center management. The diversity of knowledge assessments, work product and 360 Review ensure that one has a thorough understanding of the material presented. My thanks go to CIAC for developing the certification program and to my organization for giving me the opportunity to participate.”
Dianah West – CIAC-Certified Operations Manager (CCOM)
Unit Administrator Customer Service Department, LifeWay Christian Resources – USA

“The process of achieving CIAC Certification has been rewarding and enlightening. As our entire management team began the certification journey, we were able to identify some of our own strengths and weaknesses. CIAC Certification has helped reinforce many of our positive call center processes already established, and given us the knowledge necessary to make informed decisions regarding needed changes and improvements. I urge everyone in the call center industry to pursue CIAC Certification.”
Janice Morin - CIAC-Certified Operations Manager (CCOM)
Supervisor Complex Business, Eatal - USA

“Achieving the CIAC Certification has been such a rewarding experience. Although challenging at times, it was a terrific opportunity. The call center is truly the “Voice of the Customer” and earning this certification has sharpened my skills and increased my knowledge of the call center environment. I would encourage anyone in the call center profession to pursue CIAC Certification. The knowledge and skills gained through this process are priceless. The journey to CIAC Certification was well worth the time and effort.”
Vickie Rogers - CIAC-Certified Operations Manager (CCOM)
Customer Service Supervisor, Eatel - USA

“Earning my CIAC Certification credential is a great accomplishment. The support and encouragement of my superior was a tremendous help.”
Nancy Soyring - CIAC-Certified Operations Manager (CCOM)
Center Manager, Communication Services for the Deaf (CSD) - USA

“I feel honored to have earned my CIAC Certification. This program allowed my department to recognize not only the areas that need improvement, but also the things we are doing right. I am very impressed with the information and knowledge I have obtained from the CIAC Certification process and am confident it will assist in our call center’s success. This has definitely proven to be a challenging and positive experience and I highly recommend CIAC Certification to others in the call center industry.”
Sandy Zaher - CIAC-Certified Operations Manager (CCOM)
Customer Service Manager, Eatel – USA

“CIAC Certification has played an extremely important role in my development as a contact center professional. My roles in the Avon Contact Center have been on the staff side (training, quality, and communications) as opposed to the operations side. The CIAC Certification experience has made me more knowledgeable of industry best practices for managing contact center operations and the necessary coordination and communication among all facets of the organization. With the new knowledge and ideas generated through this process, I am confident I will be successful in all aspects of contact center management.”
Theresa Elliff - CIAC-Certified Operations Manager (CCOM)
Manager Campaign Administration and eCommunicate, Avon Products - USA

“The learning I experienced during CIAC Certification is invaluable. I found the certification process a comprehensive A to Z contact center management program and refer to the resource material frequently. I recommend CIAC Certification to all management professionals seeking to enhance their effectiveness in a contact centre environment.”
Brad Porter - CIAC-Certified Operations Manager (CCOM)
Manager, Management Practices and Governance, Royal Bank - Canada

"CIAC Certification was a very rewarding experience for me personally. This process provided an excellent learning opportunity and further supports why this area of business is so dynamic and fun to be a part of. It was hard work, but at the end of the day I find myself having a better understanding of my strengths and weaknesses and have some great resources to fall back on for reference in the future. The support staff of CIAC was great to work with and I would recommend others in the business to consider learning more about the CIAC Certification process."
Becky Brown - CIAC-Certified Operations Manager (CCOM)
Manager, Customer Contact Operations, Duke Energy - USA

“Completing the CIAC Certification program increased my marketability and that of my company by providing a comprehensive package to present. CIAC Certification gives you the expertise and enthusiasm required to succeed in the contact centre industry. Personally, I feel more confident and desirable as a professional. I have been able to apply my newly acquired knowledge towards a leadership path by examining my experiences, strengths, and weaknesses and utilizing the many tools I've gained through CIAC Certification. I now seek opportunities to change, which open up possibilities to grow, improve, and innovate.”
Rina Parker - CIAC-Certified Operations Manager (CCOM)
Director of Customer Service, Boardwalk Rental Communities - Canada

“I have just earned certification as a CCOM and am very pleased with the knowledge I have gained from completing the CIAC Certification process. CIAC Certification is a very robust program. I was required to gain mastery knowledge in several areas, as well as complete a Work Product Assignment and 360 Review. All were challenging and rewarding! When I began the certification process, I had very little call center knowledge. I now feel very confident of my knowledge of call centers. I doubt I would have been able to achieve this level of knowledge, in this amount of time through any other process. I am grateful and proud to have earned CIAC Certification and highly recommend it to others in the call center industry.”
Nan Thornburg - CIAC-Certified Operations Manager (CCOM)
Customer Service Regional Manager, McKesson Medical-Surgical - USA

“Achieving CIAC Certification was a rewarding experience and a significant accomplishment. This entire journey has been such a wonderful learning experience and I encourage all persons responsible for the day-to-day management of a call center to pursue CIAC Certification. Going through the process has taught me to think about the call center and its daily operations in a different light. It has helped me "see" things I may not have picked up on before; to find ways to improve on what the center is doing well; and identify opportunities for improvements. It’s the toughest program you'll ever love!”
Barb Brown - CIAC-Certified Operations Manager (CCOM)
Customer Service Regional Manager, McKesson Medical-Surgical - USA

“The CIAC Certification process was thorough, challenging, and rewarding. I have experienced a number of certification processes and found this one to be quite vigorous. With the multiple focuses - people, processes, business, financial, etc. - having the CIAC Certification credential is an indication of a well-balanced, experienced, call center industry professional. It's not a matter of studying to memorize information for testing. The knowledge assessments, Work Product Assignment, and 360 Review ensure that the person with the CIAC-Certified credential is not only "book-smart" but has in fact done the job. In the future when I review resumes, CIAC-Certified Professionals will get priority attention. If you are a call center industry professional, you will be well served by having the CIAC-Certified credential.”
Mary Cruse - CIAC-Certified Operations Manager (CCOM)
Supervisor, Worldwide Service Center - Cardinal Health - USA

“I began the CIAC Certification process in the spring of 2003. My boss was extremely supportive of the certification process, which has been very encouraging. To prepare for testing, I took courses approximately five to six months apart. I encourage taking the certification tests as soon as possible after training, while the things learned are still fresh in your mind. I have found the process to be more than the typical certification. I have grown in my knowledge of call centers and feel confident when making decisions, determining tradeoffs, and educating peers and upper management. I am very pleased that there is commitment in the call center industry for professional excellence and that both organizations and individuals can be recognized for this commitment. The CIAC Certification journey is well worth it!”
Debra Buck - CIAC-Certified Operations Manager (CCOM)
Customer Service Manager, Jostens - USA

"Thank you for the opportunity to improve my knowledge of call centers through the CIAC Certification process. I now see that our department can be a voice of the customer to the rest of the organization and we have already begun to pass customer suggestions, etc. to our customer relations department. Earning my CIAC-Certified credential was a great feeling!"
Elaine Dotson - CIAC-Certified Operations Manager (CCOM)
Customer Service Supervisor, Duke Energy - USA

"The CIAC Certification process has been extremely beneficial to me and my organization. Moving into a call center management role was a real challenge, as I knew a great deal about management but nothing about call centers. I used CIAC Certification to acquire the expertise I needed to be successful in my new role. THANK YOU!"
Traci Beyer - CIAC-Certified Operations Manager (CCOM)
Customer Service Billing Account Manager, American Family Insurance – USA

“I decided to pursue CIAC Certification after three years as a Call Center Manager with AAA East Central. Accepting the position with AAA was a significant career change for me since for several years prior I had managed an inside sales team. I quickly learned that managing the performance of an inbound call center that is open 24 X 7 is very different from leading an outbound team that worked Monday through Friday, 8:00 a.m. to 5:00 p.m. With each subsequent Emergency Road Service (ERS) conference I attended, it became apparent I had a lot to learn in order to lead our center to achieve higher levels of member satisfaction. So when the opportunity arose to pursue CIAC Certification, I quickly seized it. My first step was to complete the self-assessments (available on the CIAC site). The self-assessments provided a relatively accurate gauge of my strengths and weaknesses and helped me identify the areas I needed to focus on for training. While none of the certification assessments are easy, some proved more challenging than others. The greatest benefit of the certification assessments is that they test for conceptual understanding and application of the subject matter so it would be very difficult, if not, impossible to pass by memorization. Working through the CIAC Certification process enabled me to recognize what our center was doing well and identify opportunities where we could demonstrate improvement. It also prompted me to start thinking about how to implement strategies that will help our organization’s call center meet member satisfaction goals, not only as they related not to ERS but to our member services as a whole. The one recurring theme that appears time and again in the certification process is how critical the call center is to any organization’s overall success. The Work Product was my biggest challenge, but also the most enjoyable part of the process. This is where the “rubber meets the road” (an appropriate description for an ERS call center), as I had to apply what I had learned to my own center. It definitely enabled me to recognize opportunities to more actively become “the voice of the customer” within our organization. Currently, I am applying what I’ve learned from the CIAC Certification process to build a business case for implementation of a workforce management program in 2005. I’ve also become more in tune to the bigger picture and look forward to future opportunities to align our call center strategy with the organization’s mission and goals. CIAC Certification has been a most worthwhile achievement for me as it’s given me greater credibility when I propose new call center strategies or enhancements to our senior management team. However, the benefits I have realized are not unique to my employment with AAA. Given the increased complexity of technology, the greater demands of customers, and the abundance of competitors, it makes good business sense for every call center manager/executive, regardless of industry, to pursue this important credential. Professionally, call centers must continue to evolve or we risk losing our customers to other organizations that are better positioned to meet their customers’ expectations. The best way to ensure that we, as call center management professionals, lead our centers to accomplish these goals is through continued professional growth and using our knowledge and experience to inspire our center staff and mentor future center leaders. CIAC Certification is the optimum way to leverage our ability to influence and lead this effort."
Lisa Minear - CIAC-Certified Operations Manager (CCOM)
Call Center Manager, American Automobile Association (AAA) Northern New England - USA

“CIAC Certification has allowed me to gain a deeper understanding of the call center environment so that I can bring better solutions to my customers. CIAC Certification tests your level of competence and gives you the ability to apply knowledge with confidence and successfully mentor others.”
Tom Haas - CIAC-Certified Operations Manager (CCOM) Manager, Contact Center Strategy and Coordination, State Farm - USA

“The journey to earn my CIAC Certification credential was a terrific opportunity to test my contact center management expertise, accumulated over the course of many years working in leadership roles. Industry certification is a must for professionals who are dedicated to their career and want to be recognized as a leader. The CIAC Certification experience was such a positive experience that I've encouraged one of my supervisors to pursue her credential with me acting as her mentor.”
Vicky Heinz - CIAC-Certified Operations Manager (CCOM)
(Formerly) Senior Customer Services Manager, Lands’ End - USA

"The CIAC Certification process was an enlightening experience. I learned a lot about myself as a manager and it helped me discover the strengths and weaknesses in my knowledge and skills. I also acquired a better understanding of overall call center strategies that I otherwise am not a part of within my organization. I would definitely recommend CIAC Certification to all call center managers and executives."
Michelle Clouse - CIAC-Certified Operations Manager (CCOM)
Customer Service Manager, Brother International - USA

CIAC-CERTIFIED MANAGEMENT CONSULTANT (CCMC):

“CIAC has created a truly comprehensive certification that covers the critical areas of our profession.  The certification process and specificity of the four assessments enabled me to demonstrate proficiency in contact center management to complement my seventeen years of industry experience.”

Alem Abate, CIAC – Certified Management Consultant (CCMC)

Senior Engineer, Global Customer Experience – Orbitz Worldwide, USA

“With the prestige designation of CIAC-Certified Management Consultant, I’m confident that I can perform better and bring best practices into my centre and the call centre industry. It was indeed well worth the time to acquire CIAC Certification. I am very proud to have this professional certification. Thank you CIAC!!” Kuon Huei Nei – CIAC-Certified Management Consultant (CCMC)
Operations Manager, IBM - Malaysia

“The comprehensive nature of CIAC Certification truly ensures that professionals are able to anticipate the impacts of decisions on the call center and customers. I feel privileged to be credentialed in the four competency areas. The certification process allowed me to fill in knowledge gaps and to creatively apply my experience. The recertification process is a terrific way to affirm that I am staying abreast of changes within the industry. I strongly encourage other call center consultants and managers who wish to positively impact customer service delivery in call centers to become CIAC-Certified.”
Laura Grimes – CIAC-Certified Management Consultant (CCMC)
CEO, Harrington Consulting Group, Inc. - USA

“CIAC Certification has been an exhilarating experience for me. The certification process has exposed me to many other facets of call center operations, which I was ignorant of before. Practical application of concepts learned makes the testing more challenging. Being a customer service professional I come across many situations in my work-life to apply these concepts. I would recommend the participants to focus on the learning from this program, on the full spectrum of call center operations. Structured training and support material by ICMI and OmniTouch International has really facilitated the achievement. I would like to thank CIAC, ICMI and OmniTouch International for such a useful certification program.”
Mallikarjuna Rao - CIAC-Certified Management Consultant (CCMC)
AVP - Service Delivery, Idea Cellular Ltd – India

“The first thing I would like to say about CIAC Certification is that I wished that it had been around in the early 1990s when I began my Call Centre management career! I like the fact that the certification competencies thoroughly address meeting the needs of different stakeholders including Customers, Employees and the Organization. The program raises the level of the industry overall and allows individuals, such as myself, to further develop our capabilities. I strongly concur with the CIAC perspective that Call Centre leadership has a responsibility to raise the standards of performance, strategic contribution and understanding of the Call Centre across senior management, our peers, our business partners and people working for us. The CIAC Certification credential is an important milestone in our industry and I recommend it highly.”
Daniel Ord - CIAC-Certified Management Consultant (CCMC)
CEO, OmniTouch International - Singapore

"CIAC Certification widens one’s perception and aligns any misconception towards the best practices adopted in the contact centre industry. CIAC's contact centre management principles reinforces what was learned via experience and complements the knowledge gain in other types of contact centre certification. It gains you invaluable insight into all multi-aspects of the industry such as people, operations and business amongst others. I am honoured being awarded a scholarship to pursue such a rewarding certification. CIAC Certification is strongly recommended to all beginners as well as veterans in the contact centre industry."
Chin Poh Kuang - CIAC-Certified Management Consultant (CCMC)
Senior Quality Specialist, SRG Asia Pacific Sdn Bhd - Malaysia

“CIAC Certification has been an excellent foundation to equipping me in Service Desk Management at a professional level. The program is outstanding and a world-class standard with high quality of up-to-date information to ensure best in class learning in contact center management. CIAC Certification has helped me transform my organization in implementing excellent ideas to bring the support center to the next level leading the industry. It has also personally helped me win the recent Contact Center World Awards for APAC Best Leader in Contact Centers 2006. I owe it all to CIAC Certification. Education on contact centers makes the best leaders in the industry. Thank You CIAC! “
Joseph Lim - CIAC-Certified Management Consultant (CCMC)
Asia IT Application Service Desk Manager, Intel Technology Sdn Bhd - Malaysia

“Service Monitor has always been proud to be at the forefront in learning and development and being CIAC-Certified truly gives us an edge! It also gives our customers confidences they are partnering with competent professionals who can help their businesses succeed. I am extremely proud and excited to have earned the prestigious CIAC-Certified Management Consultant credential. My journey was challenging, including reading and studying on airplanes traveling throughout Africa. The certification process is truly a test of your mastery of the call centre world. It is an exhilarating time of growth, optimization, and application of knowledge. If you are serious about this industry as a profession, CIAC Certification is the best way to achieve mastery!”
Delphine Du Preez - CIAC-Certified Management Consultant (CCMC)
Director, Service Monitor - South Africa

“I found the CIAC Certification process to be a great focus around which to build my continuing education efforts. The study guides provided ample food for thought and discussion among my colleagues, and the competency standards are an excellent compass for professional growth and development.”
Jean Bave-Kerwin - CIAC-Certified Management Consultant (CCMC)
President, JBK Consulting - USA

“I feel privileged to have earned the CIAC-Certified Management Consultant credential. The industry-established competencies gave me a powerful way to assess my own professional development. I highly recommend CIAC Certification to contact center consultants and practicing managers who wish to attain mastery of the skills and knowledge required for success in this industry.”
Debbie Harne - CIAC-Certified Management Consultant (CCMC)
(Formerly) Director Educational Services, International Customer Management Institute (ICMI) - USA

“CIAC Certification provides me with the credentials to substantiate my broad range of call center knowledge and experience as a consultant and educator. The expansive subject matter covered in the CIAC Certification management standards and assessments verifies that, regardless of my specialization, I have a solid understanding of the interrelated nature of organizational and call center goals and objectives. The time and energy I invested in earning CIAC Certification is one way to demonstrate my belief in the strength of our industry and commitment to my clients’ success. Pursuing CIAC Certification is a journey - an assessment of your current call center management competence, an accounting of the gaps in your knowledge, and the process to fill in those gaps. This journey becomes about much more than certification. It's about your commitment to lifelong learning, an investment in yourself and your organization, and your willingness to put yourself to the test.”
Rebecca Gibson - CIAC-Certified Management Consultant (CCMC)

"I found the CIAC Certification process to be extremely valuable. It encouraged me -- actually forced me -- to review areas I don't spend as much time with, and to consolidate my understanding of the totality of issues that are required for successful call center strategy and leadership. It's interesting and demanding to be part of a profession that requires such a diverse set of skills and knowledge. One of the most valuable aspects of CIAC Certification is that it underscores the importance of ongoing professional development. CIAC Certification is on the mark for what successful call center leaders need to know and demonstrate."
Brad Cleveland - CIAC-Certified Management Consultant (CCMC)
President, International Customer Management Institute (ICMI) – USA

“The CIAC-Certified Management Consultant designation clearly demonstrates an individual’s overall knowledge and skills in call center management. I'm very proud to be among the first in the industry to achieve this prestigious certification.”
Pamela Trickey, CIAC-Certified Management Consultant (CCMC)
Senior Partner, The Call Center School - USA

“Achieving CIAC Certification as a Management Consultant is a significant accomplishment. The testing process is a rigorous one and truly serves as a measure of expertise in the industry. As call centers choose a trainer or consultant to support their operation, this designation will certainly assist in identifying individuals with the necessary qualifications to help their business succeed.”
Penny Reynolds - CIAC-Certified Management Consultant (CCMC)
Senior Partner, The Call Center School - USA

“CIAC Certification can truly be held up as a measure of broad knowledge of all aspects of call center management. I'm honored to have achieved the distinction of CIAC-Certified Management Consultant.”
Maggie Klenke - CIAC-Certified Management Consultant (CCMC)
Senior Partner, The Call Center School - USA

CIAC-CERTIFIED MANAGEMENT ASSOCIATE (CCMA):